We make decisions based on what we think is fair and reasonable, accounting for the unique circumstances of each case we receive. We anonymise our decisions and write them in a way that prevents the person or small business complaining from being identified.
This database holds all the final decisions we’ve published since 1 April 2013 under the Financial Services and Markets Act 2000, as amended by the Financial Services Act 2012.
Your search returned 119142 results
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Decision Reference DRN-3339336
28 Feb 2022 LeasePlan UK Limited UpheldConsumer CreditDRN-3339336 The complaint Mr T complains about the collection of his car and the end of contract charges applied by LeasePlan UK Limited (LeasePlan) following the end of his hire agreement. What happened In May 2017, Mr T entered into a 36 month hire agreement w... (4 pages)View decision -
Decision Reference DRN-3290283
28 Feb 2022 The Co-operative Bank Plc UpheldMortgagesDRN-3290283 The complaint Mr B complains that The Co-operative Bank Plc (trading as Platform) wrongly refused his porting application. He also complains about the general service provided for various reasons. What happened In early March 2019, Mr B signed up to a two-year fixed rate deal w... (7 pages)View decision -
Decision Reference DRN-3281142
28 Feb 2022 Lex Autolease Ltd UpheldConsumer CreditDRN-3281142 The complaint Mr G complains that Lex Autolease Ltd mishandled the extension of his finance agreement. What happened The details of this complaint are well known to both parties, so I won’t repeat them again here. The facts are not in dispute so instead I’ll focus on giving the... (2 pages)View decision -
Decision Reference DRN-3326195
28 Feb 2022 Scottish Equitable Plc UpheldPensions and AnnuitiesDRN-3326195 The complaint Mr H complains that Scottish Equitable plc, trading as Aegon, paid too much in ‘waiver of premium’ payments to his pension fund. He also complains that Aegon’s delays in completing the waiver’s annual review have caused him distress and financial loss. What happen... (13 pages)View decision -
Decision Reference DRN-3277890
28 Feb 2022 Royal & Sun Alliance Insurance Limited UpheldInsuranceDRN-3277890 The complaint Mr D and Ms F are complaining about how Royal & Sun Alliance Insurance Limited (RSA) has offered to settle a claim they made for a damaged conservatory roof. What happened In October 2020 Mr D and Ms F contacted RSA to make a claim for some damaged glass in th... (3 pages)View decision -
Decision Reference DRN-3334913
28 Feb 2022 AXA Insurance UK Plc UpheldInsuranceDRN-3334913 The complaint Ms A is unhappy that AXA Insurance UK Plc (AXA) declined her travel insurance claim. Any reference to AXA includes all its agents. What happened Ms A has a worldwide multi-trip travel insurance policy alongside her current account. The policy is underwritten by AX... (5 pages)View decision -
Decision Reference DRN-3019063
28 Feb 2022 Aviva Insurance Limited UpheldInsuranceDRN-3019063 The complaint A company that I’ll refer to as J has complained about Aviva Insurance Limited’s handling of its business interruption insurance claim. Mrs B, a director of J, has brought the complaint on J’s behalf. For ease of reading, reference to Aviva includes anything done ... (4 pages)View decision -
Decision Reference DRN-3223707
28 Feb 2022 Everyday Lending Limited UpheldConsumer CreditDRN-3223707 The complaint Miss G complained that Everyday Lending Limited trading as Everyday Loans lent to her irresponsibly and provided a loan that was unaffordable. What happened Miss G took out a loan with Everyday Loans as follows: Loan Date taken Loan amount Term Monthly repayment A... (4 pages)View decision -
Decision Reference DRN-2981698
28 Feb 2022 Oplo PL Ltd UpheldConsumer CreditDRN-2981698 Complaint Mrs W has complained about loans which Oplo PL Ltd (previously known as “1st Stop” Personal Loans Limited) provided to her. She’s said that the loans were unaffordable as she was in a hopeless and serious financial situation at the time. Background In February 2017, 1... (5 pages)View decision -
Decision Reference DRN-2896462
28 Feb 2022 Everyday Lending Limited UpheldConsumer CreditDRN-2896462 Complaint Miss P has complained that Everyday Lending Limited (“Everyday Lending”) irresponsibly provided her with an unaffordable loan. Background Everyday Lending provided Miss P with a loan for £3,000.00 in September 2018. It had an APR of 106.8% and was due to be paid in 30... (5 pages)View decision
